EngageOneTM Communication SuiteEngage customers and build stronger relationships with more consistent, personalized, multichannel communications

Communicating effectively in a multichannel worldGiven today’s anywhere-anytime communication environment, your customers have never been so open to receiving your messages across so many different channels. The challenge is to drive personalized, relevant content across print, mail, web, email, call center and mobile touchpoints in ways that engage your customers.

Sieze the opportunityUnfortunately, far too many organizations manage each interaction as a singular event, rather than as an ongoing conversation. To make matters worse, few organizations are dealing well with the growing complexities that arise with new media and methods of communication.

In many cases, channels are managed by different business units. Even when departments draw upon the same data sources, this information is rarely synchronized. This disconnect inevitably translates into poor customer experiences, redundant messaging and fewer cross-sell opportunities.

Energize the ongoing conversationThe EngageOne Communication Suite can help you overcome these challenges and transform everyday communication efforts into profit-building engagements. By adopting a more strategic approach to customer communication management, you can acquire, grow and sustain lifetime customer relationships. You can communicate in a unified voice in a coordinated fashion across multiple channels.

With Pitney Bowes, you can drive communication content based on more accurate, timely customer insight to improve response, upsell and cross-sell results.

To stay competitive, enterprises need to assure that each customer contact is relevant and engaging across every channel. Speed, agility and consistency are the new “must-haves” as you strive to connect with customers in ways that grow relationships and profits.

Operational Efficiency

The EngageOne Communication Suite can expand and improve your customer communication management capabilities with a scalable, modular suite of solutions that seamlessly integrate with your existing systems and workflows.

… we can offer products that are tailored to the requirements of the client. Mark WijnatsBank J Van Breda & Company

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Turn insight into action

Now you can link data quality, location intelligence, demographic data and sophisticated analytics with a scalable, easy-to-integrate customer communication engine. Just as organizations have standardized how they collect, cleanse and govern data, now those same principles of collaboration and shared services can be applied to communications. With the EngageOne Communication Suite, you can mine the data around your communications, while modifying, formatting and customizing content for individual needs and preferences.

Create consistent experiences

While departments and channels are often managed in silos, legacy systems shouldn’t dictate how you interact with customers. With the right technology provider, you can maintain consistency across batch, interactive and on-demand communications in print, mail, web, email, mobile and call center environments. Flexible templates and automated content logic make it easy to engage customers in a well-branded, consistent voice so you can deliver the relevant, personalized communications needed for profitable growth.

Add agility and flexibility to your organization

You can maximize your resources by integrating personalized customer experiences using your existing systems and workflows. So you can increase the return on your existing technology investment.

EngageOne’s flexible, rules-based logic makes it possible to automate communication management and respond to opportunities with minimal IT resources. Flexibility and business-unit controls add the agility that organizations need to gain a competitive edge as they respond to changing market conditions.

It has helped us save money by reducing the deployment and labor costs required to make document and template changes. Charles Spencer Fairfax County Government

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Engage customers and prospects as individuals

Communicate in a single voice across every channel

Enable lifetime customer relationships

Real-world impactDiscover how companies around the world are taking a more strategic approach to Customer Communication Management

Telefónica: Saving $20 million with e-billing

Serving more than 37 million customers throughout Latin America, this telecommunications firm launched its e-Account initiative in May 2009, which allows invoices to be sent to customers via email. Subscribers can then pay bills online and print invoices only as needed.

Experian: Personalizing millions of credit reports

This global information leader needed reliable document automation technology to maintain credit information in a flexible manner. By combining a familiar Windows-based environment with a high performance production engine, they can easily create highly customized output.

Bank of Montreal: Lower costs, faster processing and improved service

Needing to implement changes quickly, this bank found they could match, consolidate and reformat key customer communications with no need to reprogram legacy applications.

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Bank of MontrealC A S E S T U D Y

“AFTER SEVERAL YEARS OF CONSISTENT ACCOUNT GROWTH,

OUR MANUAL PROCESSING APPROACH JUST COULDN’T KEEP

UP WITH THE EXTRA VOLUME. WE NEEDED TO STREAMLINE

AND SPEED THE PROCESS.”

Dave Gray, Senior Technical Analyst, Bank of Montreal

PITNEY BOWES BUSINESS INSIGHT

HELPS BMO FINANCIAL GROUP

LOWER COSTS, SPEED PROCESSING

AND IMPROVE SERVICE.

Challenge

Bank of Montreal needed a

method to reduce the delivery

time of client paper reports in a

cost-effective manner.

Solution

With the help of print stream

engineering, the bank was

able to create a single print

stream, which enabled the

printing of statements at

a single location and assembly

using highly-automated

systems.

SUMMARY

There’s no question that new technology can

lower costs and speed cycle times for customer

messaging centers. It can also improve customer

relations, boost the effectiveness of individual

mail pieces, and help attract new sales. But can

it accomplish all these goals simultaneously?

Absolutely.

For proof you need look no further than the

Bank of Montreal, a prominent Canadian

financial institution that is widely respected for

its commitment to superior customer service.

“Our challenge was to reduce the delivery time

of client paper reports,” explained Dave Gray,

a Senior Technical Analyst in the Document

Production unit and a 25-year veteran with the

Bank. The successful solution—Gray likens it to

an “architectural” solution—came in the form

of a technology called print stream engineering,

which was provided by Pitney Bowes Business

Insight’s innovative software tool, the

StreamWeaver® system.

Keeping up with Growth

“We offer a corporate credit card service,

which provides our corporate clients with the

option of paper reports detailing account level

transactions. After several years of consistent

account growth,” he continued, “our manual

processing approach just couldn’t keep up

with the extra volume. We needed to streamline

and speed the process.”

The manual approach was necessary, and

worked quite well when volumes were low,

because the Bank’s legacy data processing

systems produced the reports in two separate

print streams. One recorded the details of the

transactions, and the other showed the total

amount owed and served as an invoice.

But with the Bank now processing more than

125,000 corporate credit card reports each

month, it took nearly four employees more than

a week to match, assemble and mail the monthly

reports by hand. Plus, the two print streams were

produced in two separate locations, with one

trucked to the other site prior to assembly,

which only added complexity and delay. Gray

said the Bank considered trying a “mainframe

fix” to solve the problem. But reprogramming

the legacy applications at the mainframe was

both costly and time-consuming, requiring

roughly two staff years of effort. Plus, the IT

department was already backed-up with other

work, and a mainframe solution would be “static”.

Any subsequent changes to the application

would still require additional expense and delay.

Print Stream Engineering

StreamWeaver print stream engineering works

very simply. Rather than wait for the documents

to be printed and then merged by hand,

StreamWeaver allows the Bank to identify and

merge the two document streams while they are

still in electronic or digital form in the print

stream. This enables the Bank to create a single

print stream, which can be printed at a single

location, and then assemble the statements

using high-speed and highly-automated

inserting systems. The use of high-integrity 2of5

barcodes (which StreamWeaver also enables)

assures that each report is assembled correctly.

TelefonicaC A S E S T U D Y

TELEFONICA LAUNCHES EFFICIENT BILLING WITH ITS

E-ACCOUNT INITIATIVE USING PITNEY BOWES BUSINESS

INSIGHT TECHNOLOGY.

TELEFONICA CREATED THE

E-ACCOUNT TO MINIMIZE BILLING

DELAYS AND ENABLE IMPORTANT

PAPERLESS COLLABORATION

WITH CUSTOMERS.

Challenge

Telefonica needed to streamline

its billing processes to help

better meet the needs of its

customers.

Solution

By implementing Pitney Bowes

Business Insight’s e2TM Suite

technology, Telefonica Brazil

makes its bill issuance

processes more efficient and

effective, while enjoying the

benefits of higher customer

satisfaction.

SUMMARY

Operating globally, Telefonica is one of the

largest fixed-line and mobile telecommunications

companies in the world—3rd in terms of

number of clients.

Since 1998, Telefonica Brazil has provided

extensive telecommunications services to

Brazil. It now delivers fixed telephony, mobile

telephony, dial-up Internet, and broadband

services to more than 37 million customers

throughout Latin America’s largest and most

populous nation.

As a pioneer in electronic bill generation in

Sao Paulo, the company recently created the

e-Account to minimize billing delays and

enable important collaboration.

The e-Account Initiative

Recent ProCon research statistics have shown

that more than 70 percent of complaints

registered by telephony service subscribers

are related to errors and delays in the issuing

of bills.

But not at Telefonica Brazil.

As the first to establish electronic bills,

the company’s telephony services group,

which prints about 40 million pages per

month, used their know-how to advance a

project that, in addition to improving the

procedures for issuing invoices, lowers

organizational costs.

With Pitney Bowes Business Insight’s e2TM

technology, Telefonica is preparing to launch

its e-Account initiative in May 2009, which

allows invoices to be sent to customers via

email and then paid electronically online,

with subscribers printing invoices only

as needed.

Juan Berrocal, Planning and Demand

Management Director with Telefonica,

explained that the idea of the e-Account

Project began to emerge in 2006, when

Telefonica established electronic billing,

which was included in the pilot project

that tested the system in 19 companies

from Sao Paulo.

Originally, the project was aimed at

implementing electronic billing for tax

administration and management. Electronic

billing made bill issuance processes more

efficient and simplified auditing activities.

Today, the company invests $4 million in

its e-Account project, with one-half of that

amount dedicated to its infrastructure;

electronic billing is already a routine process

for the company.

Each month, 11 million account statements

are sent to a bureau of printing and handling,

to then be sent by post—a process that takes

10 days on average. Telefonica is projecting to

save approximately $20 million in the entire

production chain over a period of three years.

ExperianC A S E S T U D Y

“WITH DOC1®, WE CAN SORT PERSONALIZED DATA AND PRINT

AS WE WANT…THAT LET’S US CUT OUR PROGRAMMING

REQUIREMENTS AND GREATLY SIMPLIFIES THE PROCESS.”

Eileen Peschong, Team Manager of Imaging Programming

EXPERIAN PERSONALIZES

MILLIONS OF CREDIT REPORTS

WITH DOC1® AND OCÉ.

Challenge

With highly sophisticated

operations, Experian needs

reliable document automation

technology to maintain

credit information in a

flexible manner.

Solution

By teaming up with Pitney

Bowes Business Insight

and Oce, Experian was

able to simplify application

development and improve

workflow—ultimately giving

Experian more control

over their operations.

SUMMARY

Background

Whenever someone requests a copy of a

credit report, chances are good Experian

delivers that highly personalized document.

A leader in credit reporting and direct

marketing, Experian maintains credit

information on over 200 million consumers

and 14 million businesses, as well as

demographic data on most U.S. households.

The organization provides address information

for more than 20 billion promotional mail

pieces to over 100 million households every

year. Five production facilities occupy a

combined one million square feet, and nearly

two billion pieces of mail ship annually from

Experian’s mail processing centers.

Pitney Bowes Business Insight andOcé Team Together

Operations of this magnitude and sophistication

need document automation technology of

an equally robust caliber. Experian relies

on Pitney Bowes Business Insight and Océ

Printing Systems USA—two companies

who partnered to address the flexibility and

scalability needs of clients such as Experian.

The partnership pairs high-speed Océ digital

printing with DOC1® composition software to

create a manageable, productive document

factory. “We use DOC1 to produce Experian’s

personalized consumer credit reports,” said

Steve Mears, Experian’s IT Director.“Experian

generates seven to nine million individual

credit reports of five to fifty pages each year.

We also generate over 1.5 million annual

bankcard statements; quarterly and year-end

bankcard reports; and customized letters to

retailers regarding credit disputes,” Mears

concluded.

Experian Realizes TremendousGains in Efficiency

Due to:

• Simplified application development

• Better control of variable data

• Seamless document production workflow

• DOC1®’s high-performance composition

engine

Reducing ProgrammingRequirements

DOC1® combines a familiar Windows-based

development environment with a high-

performance production engine to compose

richly formatted, highly customized output.

A GUI driven data definition tool simplifies the

handling of various types of variable-length

data. “Without DOC1, we would be faced

with creating fixed length records and adding

multiple programming steps to achieve the

same results DOC1 provides more concisely,”

said Eileen Peschong, team manager of imaging

programming. “With DOC1, we can sort

personalized data and print as we want.

The project inspired the improvement of procedures in all areas of Telefónica—corporate legal, through regulatory, tax billing, technology and systems, and finally arriving in the area of marketing, with a huge breakthrough in terms of management and improving relationships with customers. Juan BerrocalPlanning and Demand Management DirectorTelefónica

We don’t have to manufacture the data before it goes into the document and write code…that lets us cut our programming requirements and greatly simplifies the process. Eileen PeschongTeam ManagerExperian

After several years of consistent account growth, our manual processing approach just couldn’t keep up with the extra volume. We needed to streamline and speed the process. Dave GraySenior Technical AnalystBank of Montreal

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Game-changing insightExperts share the latest trends and best practices in Customer Communication Management

Data, Disconnected

In recent years, firms have realized significant revenue growth and expense saves when IT and business units have come together to overcome the inefficiencies associated with data errors. Discover how leaders are taking the necessary steps to build accuracy into their customer management processes.

The 4th Generation of Online Billing

In 2011, 63% of households will pay bills online. Now companies can optimize this point of contact by personalizing customer experiences based on detailed customer profiles and analytics. These 4th generation solutions lead to lower operating costs, increased revenue and exceptional customer service.

Customer Centricity

Experts demonstrate a link between customer value and organizational value, and show how a common language and specific metrics can bridge the gap between marketing and finance to create customer-centric strategies that deliver a true competitive advantage

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Read complete white paper

Read complete white paper

Data, Disconnected

Communications Firms Take the Necessary Steps to Build

Greater Accuracy into Their Customer Management Processes

WHITEPAPER :

COMMUNICATIONS

W H I T E PA P E R :

Solutions for Customer Intelligence, Communications and Care. Solutions for Enabling Lifetime Customer Relationships.

The 4th Generation of Online Billing

Leveraging Customer Intelligence for Better Customer Relationships

and Lower Costs to Serve

CUSTOMER COMMUNICATION MANAGEMENT

Raymond Grant • Product Manager, Customer Communication Management, Pitney Bowes Business Insight

W H I T E PA P E R :

Solutions for Customer Intelligence, Communications and Care.

Customer Centricity in the Telecommunications Industry

Transformation from Product-Centric to Customer-Centric

and Creating Competitive Advantage Along the Way

COMMUNICATIONS

Kevin McShane • Vice President, North America, Portrait Software Pitney Bowes Business Insight

IN AN ENVIRONMENT LIKE TODAY, WHEN COMPANIES NEED TO BETTER CONNECT WITH CUSTOMERS, THE ROLE OF DATA QUALITY HAS NEVER BEEN GREATER

WITH CUSTOMER INTELLIGENCE, A BUSINESS CAN LEARN CUSTOMER HABITS AND MAKE UNIQUE OFFERS ON THOSE FINDINGS

SOME CUSTOMERS AND SEGMENTS ARE THE ENGINE THAT DRIVES NET INCOME, WHILE OTHERS ARE DESTROYING IT

EngageOne Communication SuiteThe EngageOne Communication Suite is comprised of various applications and solutions that work together to create more engaging, more impactful customer communications.

Composition enginesEngage customers across every print and digital interaction with personalized communications and relevant transpromo messages. High-speed, scalable composition engines are the building block to clear, effective and relevant communications. Now you can easily create, update, manage and control customer communications (transactional, on-demand and interactive documents) across print, email, web, interactive voice response or text messages.

Data and print stream managementCrucial data often resides in disparate systems and distinct formats, so organizations need ways to speed data integration, data analysis and information delivery. With Pitney Bowes, you can increase control of data to create a single, 360-degree view of your customers. With a clearer view of your customers, you can deliver more targeted offers and experiences in the communication channels they prefer. Now you can access that data and modify customer communications on-the-fly, easily updating, enhancing and personalizing communications in print and digital form with greater accuracy, flexibility and efficiency.

Expand your customer communication management capabilities with a scalable, modular suite of solutions that seamlessly integrate with your existing systems and workflows.

Flexible delivery

EngageOne offers a scalable, modular suite of solutions that integrate and build upon your existing systems and workflows.

Every time someone wants a copy of their bill printed out, EngageOne Vault saves us on average 5 to 10 minutes. Frank AvilaCharlotte County Utilities

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Content and design toolsCreate impactful communications quickly, while easily personalizing them with the best-next-offer and the most informative, time-sensitive messages. Content and design modules make it easy for business users to create, modify and generate communications that take into account customer preferences, prior interactions and targeted messages based on one’s current and future value. Predefined templates and rules-based logic automate workflows, dynamically adding or updating content in a web-based controlled workflow environment.

Electronic billing and e-messagingMore customers are going paperless with increasing reliance on mobile applications. While many companies offer basic online bill presentment and email alerts, a more personalized experience should include real-time account status, dispute resolution and reporting. In parallel, integrated business intelligence can help you provide targeted offers, improved service, reduced costs and increased revenue. With Pitney Bowes, you can send any communication that customers currently receive on paper via email or text message, without the need for any redesign of content. Advanced

functionality includes electronic bill presentment and payment, self-service, billing intelligence, as well as mobile and customer-care solutions.

Archiving and content managementYou can enjoy an immediate improvement in customer service when your call center representatives can immediately access all previous inbound and outbound costumer communications. You can even provide customers with the ability to access these documents on the Web, completely negating the need for a customer query in the first place. Your organization already has all the necessary documents, in various applications. By storing your existing CRM and transaction data in a high speed, high volume, high-performing document and data repository, you can provide a comprehensive view of the customer and all communications.

To find out moreThe EngageOne Communication Suite provides the only scalable, communication engine that makes it easy to engage customers across every channel and every department through more relevant, cost-effective, relationship-building contacts.

For more information about the EngageOne Communication Suite from Pitney Bowes Business Insight call 800.327.8627 or visit us online at: pbinsight.com/products/ccm/

UNITED STATES

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CANADA

800.268.3282canada.sales@pb.com

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+44.800.840.0001pbbi.europe@pb.com

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